Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2021, the CFPB received 1368 complaints against USAA. USAA ranked Number 35 among all financial companies for the most complaints.
Date of Complaint: December 28, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Was not notified of investigation status or results
Response Type: In progress
Date of Complaint: December 27, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft
Complaint Tags: Servicemember
Response Type: In progress
Date of Complaint: December 28, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Can’t close your account
Complaint Tags: Servicemember
Response Type: In progress
Date of Complaint: December 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 27, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
On XX/XX/2021, I wrote a check to a business in the amount of {0.00} for shower repairs. The check was written using a checkbook supplied to me by my financial institution, USAA. On XX/XX/2021, I was contacted by the business regarding the check. The check returned unpaid by USAA. Due to the check being returned, the I had to pay a {.00} returned check fee to the business in addition to the {0.00} charge for services rendered. The account had ample funds to cover the check and there was no reason for USAA to not honor the check.
I contacted USAA by phone on XX/XX/2021 to obtain information as to why the check was not honored and to request reimbursement of the {.00} returned check fee that I had to pay due to USAA not honoring the check. I called multiple times, spoke with multiple parties, and ended up on the phone with them for hours.
I repeatedly offered to send them a copy of the check to research. In addition to not providing any information about the check, including not providing any information as to why it was not honored, they refused to reimburse me the {.00}. According to USAA, they will NOT reimburse any returned check fees that are not USAA initiated. I repeatedly explained that I had to pay a returned check fee because they failed to honor a check that should have been honored. They again stated they are not responsible for any returned check fees EVEN IF the returned check fee is due to their failure to honor a check that should be honored.
I have no answer as to why they refused to honor the check and I had to pay {.00} due to their failure to honor the check. Despite this, they refuse to reimburse me for the charge. I confirmed that the information ( routing/account number ) on the check is accurate so I am at a loss.
I am from a military family and I have always praised USAA. I have also worked with them for several years in a professional capacity. I am truly saddened by how poor their customer service has become and that they refuse to reimburse clients who are out funds due to their actions.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
Full Complaint:
We had XXXX XXXX payments scheduled with our bank USAA Federal Savings Bank returned by the vendor, our mortgage company, XXXX Mortgage dba XXXX XXXX, but not credited to my checking account.
Our home loan was held by XXXX when XXXX XXXX purchased that company several years ago. At the time, XXXX XXXX instructed us to continue making payments using the XXXX account number. We paid the bill in this manner for years using USAAs My Bill Pay app on the XXXX. It worked fine, until it didntXXXX XXXXXXXX had assigned a new account number to our mortgage at some point in the distant past. We did not notice, likely because it occurred during a time when I was XXXX with the XXXX, and whats more, the payment had always been accepted.
On XX/XX/2021 and again on XX/XX/2021, we scheduled payments of {00.00} each ( {00.00} total ) just as we always have. Funds were withdrawn from XXXX XXXX checking account at USAA and sent to XXXX XXXX account at XXXX XXXX XXXX in XXXX, FL via XXXX. Since XXXX XXXX system could not identify the account number ( which it always had up until then ), they returned the funds on the dates payments were offered. Unfortunately, these funds were not returned to XXXX USAA checking account.
We spent from late XXXX through XX/XX/2021 working with XXXX XXXX and USAA trying to find out what happened. On that date, XXXX XXXX finally informed us that the funds were returned to USAA and provided trace numbers to corroborate that. XXXX XXXX has also been willing to collaborate directly with USAA ( e.g., not through us ) to determine where these funds landed. Unfortunately, our repeated attempts to get USAA to participate have failed.
USAA has also cited a 60 day period in which to make a complaint under XXXX regulations. First, we had no idea funds were returned by XXXX XXXX until XXXX XXXX, which is the relevant date in applying these regulations. Also, our calls to USAA began in XXXX, which certainly gave them adequate time to know there was a problem.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: December 27, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt is not yours
Full Complaint:
Hello, On XX/XX/26 I sent a letter to USAA & XXXX ( see attached ) to ” no longer hear any more communications about this debt. ” However, I received another letter in the mail regarding accounts XXXX & XXXX.
It’s truly sad how I can’t seem to talk to anyone who can actually help me and any responses I receive what seems to be like a copy-paste bot who lacks any reading comprehension.
USAA calls me with an agent who has to look up in their systems as to why they are even calling me in the first place wastes a whole bunch of time just to tell me they cant help me.
I’m going to continue to file complaints and leave negative feedback for each communication I receive moving forward.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 27, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: In progress
Date of Complaint: December 28, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information is missing that should be on the report
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.